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Billing and Customer Support Specialist (Dhaka hours)

Date: May 17, 2023

Location: Dhaka, BD, 1213 BD

Company: Optimizely

Optimizely is focused on unlocking the boundless potential of our clients and employees. We are a category leader in Digital Experience Platform (DXP) and have the pleasure of serving over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian DocuSign, FitBit, and Zillow.  

Optimizely fosters an inclusive and diverse culture with a global team of 1500+ people spread
across the US, Europe, Dubai, Australia, Singapore, Bangladesh, and Vietnam. Our unique work environment focuses on flexibility, trust, teamwork, diversity, and moving fast.

We genuinely believe that our people make all the difference, and once we find the best talent, we go out of our way to nurture them.  If you are looking to work on the next generation of digital technologies in a fast-paced and growing environment with industry leaders, Optimizely is the place for you! 


The Billing Specialist/Customer Support is receiving, recording, and managing the resolution of customer queries relating to Billing. The purpose will be to improve the experience for the customer in terms of responsiveness, engagement style and to offer a timely resolution. The Billing Specialist Customer Support will work collaboratively with our team and will report directly to the Manager, Global Order Management.


**Working hours: Sun-Thurs, 10 am to 6 pm (Dhaka time)**

Job Responsibilities

•    Bill customers in NetSuite, and distribute invoices via email and online portals
•    Research delinquent accounts and perform collection duties
•    Resolve and respond to customer billing inquiries in a timely manner, answering AR inquiries, setting up customers in the system, resolving disputes and complaints, and issuing customer credit memos, if necessary. Ability to tactfully respond to customer’s queries regarding billings
•    Escalate any persistent issues to the appropriate channels to deliver an excellent customer experience
•    Recommend process improvements and quality assurance procedures to reduce errors and increase the efficiency of the billing processes
•    Maintain process integrity, accuracy, and efficiency through participation in training/learning activities
•    Complete audits, reports, and projects, as assigned
•    Know and use additional tools and programs to research & verify discrepancies and billing issues for clients.

Job Requirements

•    Bachelor's Degree in Accounting / Finance preferred
•    2+ years of experience
•    Self-starter with the ability to work independently in a fast-paced environment
•    Focus on superior customer service
•    Exceptional organizational and time management skills
•    Solid communication skills
•    Attention to detail
•    Willingness to support other time zones during month end 
•    Proficient in MS Office and data entry; working knowledge of ERP software is a plus


Bachelor's degree in Accounting / Finance. 

Why you'll love working here

Our culture is the most important thing we offer. We continuously aim to provide a high-growth space where you can do your best work and, in the process, unlock your boundless potential. We work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance and creating a supportive working environment. You'll also get:

•    Best-in-class compensation plans
•    Two annual festival bonuses
•    Reward and recognition programs
•    Paid Maternity (16 weeks) & Paternity Leave (12 weeks)
•    Unlimited vacation days and flexible working hours in a hybrid environment
•    Medical & life insurance for employees and dependents
•    Volunteering and opportunities to give back
•    Monthly and quarterly regional and global team-building events
•    Chance to work with our incredible global team all over the world
•    Communal transport facilities inside Dhaka and free catered lunch when we return to the office
•    An agile performance review process that encourages ongoing transparency between managers and direct reports
•    Enablement program and soft skill training to support internal career growth and development
•    A free “Hacking Day” per month for self-studying and researching any IT-related subjects
•    An annual performance-based increment
We currently work from home; however, we plan to return to the office by early Q3, 2023.


Accepting Direction
Delivering High Quality Work
Following Policies and Procedures
Learning Quickly
Serving Customers
Using Computers and Technology

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.